Velora

Technical Support Engineer II

Remote, Canada · Mid

Sponsorship not specified$80k-$90kDetected 28 days ago

GitSQLRESTAgentic AIIncident ResponseStakeholder ManagementCustomer SupportControlsCommunicationCollaboration

About the role

We are only considering candidates located in BC, AB, MB, and ON
You'll work within Velora's product suite - diagnosing issues at depth, using AI tooling that accelerates your output, and turning recurring customer pain into product improvements.
Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution.

Velora is looking for a Technical Support Engineer II to take ownership of complex, high-impact escalations across Aplos, Raisely, and Keela.
You'll mentor junior TSEs, contribute to team standards, and help raise the bar for what great technical support looks like at this scale.
Own high-complexity escalations end-to-end - debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined.
Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering.
Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team.
Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation.
Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early - using Cursor to accelerate the querying, scripting, and synthesis behind them.
If you're someone who goes beyond the ticket, thinks in systems, and wants real influence on how a multi-product support org operates - this role is for you.
🤷 Training - We'll support you when you want to learn new skills or pay for conference or course tickets.

3-5 years supporting SaaS products with proven ownership of complex escalations.
Bachelor's in Computer Science, Engineering, or a related field - or equivalent hands-on experience.
Familiarity with version control systems (e.g., git)
Hands-on with AI tools (Cursor, Notion AI, Claude Code, etc.) and uses them daily as core parts of how you work - actively leverages AI agents to move faster, surface patterns, and free up time for higher-leverage work.
Familiarity with agentic AI workflows - able to identify and flag failure modes, test outputs, and apply direct, constructive feedback when AI output is inaccurate or misleading.

🏝️ Paid Time Off
We also provide a monthly stipend for co-working (in case you want to get out of the house 😉)
❤️ Health Coverage & Retirement -
We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.
Velora's Commitment to Equal-Employment, Diversity, Inclusion, and Equity
Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.

This listing is sourced directly from Velora's careers page and normalized into a canonical job model.